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Journal : journal development manecos

Advances in digital technology Building Customer Loyalty through Trust and Satisfaction The Role of Service Quality and Product Value in the Digital Banking Era Wahyudin Yahya; Andi Mappatompo; Muchriana Muchran
Journal Development Manecos Vol. 4 No. 1 (2026): Journal Development Manecos
Publisher : Scieclouds Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71435/740409

Abstract

This study aims to analyze the influence of e-service quality and product value on e-trust and e-satisfaction, and their effect on the e-loyalty of BRImo application users, both directly and through e-trust and e-satisfaction as mediating variables. A quantitative survey approach was used, involving 180 BRImo customers aged 18-35 years at the BRI Bantaeng Lamalaka Unit branch office. Data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results show that e-service quality and product value have a positive and significant effect on e-trust and e-satisfaction, but no significant direct effect on e-loyalty. E-trust and e-satisfaction have a positive and significant effect on e-loyalty, and both act as significant mediators in the relationship between e-service quality and product value on e-loyalty. These findings confirm that customer loyalty in digital banking is built through indirect mechanisms, making the strengthening of trust and satisfaction a key strategy for improving BRImo customer loyalty.
Co-Authors A Ifayani Haanurat Abdullah Abdullah Adesty, Adesty Ainun Zakinah Alam Tauhid Syukur, Alam Tauhid Alif Ridhotullah Ichsan Amanda, Ulya Amelia Rezki Septiani Amin Amraini, Amraini Amran Amran Amril Amril Andi Arman Andi Jam’an Andi Jam’an Andi Mappatompo Andi Muhammad Fatwa Ani Selviyanti Annisa Nurul Fajri Arizah, Ainun Arsal, Muryani Arsyad Arsyad Aspa Aspa Ansyarif Khalid Awal, Arif Ayu Andini Ayudina, Rika Dela Angreni Detri Heri Gemita Diani, Nurwidiani Didit Saputra Dilla Safira Elvi Amira Marsyida Fadillah, Mutiara Fahdah, Dina Fatmawati Fatmawati Haerunnisa Haerunnisa, Haerunnisa Hajrah Hajrah, Hajrah Hakib , Andi Harfina Handayani Hasma Fitrayanti Hasriani Hasriani Ika Nurinsana Zahra Ikhtiar Arta, Cut Putri Indrayani, Hesti Insirat, Mutahira Nur Ismartono Balango Jam’an, Andi Khatimah, Khusnul Leli, Leli Lestari, Belinda Linda Arisanty Razak M. Yogi Riyantama Isjoni M.Yusuf.K Marsyida, Elvi Amira Masrullah, Masrullah Mira Mira Mira Mira Mubarak , Akbar Muchran, Muchriady Muh Ilham Muh Ramly Muh Rifki Suaib Muh Risnandar Muhammad Khaedar Sahib Musdalifah Muis Mutiara, Ode Nasrullah Nasrullah Nasrullah Nasrullah Nasrullah Nur Fadia Fadilah Nur Inayah Nur, Recky Pratiwi NurAfni NurAfni Nurhayati Nurhayati Nurjanna Nurjanna Nurla Nurla Nurul Mumtazah Simpajo Nurwidiani, Nurwidiani Pebryana Indah Sari Pratiwi, Nurul Rezky Puspitasari, Ningsih Putri Handayani Bachtiar Putriani, Dhiza Rahma, Besse Raihana Ramadani, Sumira Putri Ramadhani, Diva Novita Ramly, Ramly Rasnawati Rasnawati Ridwan, Mukminati Rizka Safitri, Rizka Rosita Rusmanhadi Takbir Sarah Zettira Agam Darwis Simpajo, Nurul Mumtazah Siti Aisyah Sulisyanti, Rini SUMARNI Sunarti Syaifudin, Akhmad Mufly Umar, Wahyuni Urmila AzZahra Usman, Nur Alfriani Wahyudi , Andi Nurdiansyah Wahyudin Rahman Wahyudin Yahya Wahyudin Yahya Yusuf. K, Muhammad